Your career at Deutsche Börse GroupYour Area of WorkThe Service Delivery Manager is accountable for the day to day delivery of services to our clients.They will monitor on a weekly basis all cases requests coming from Clients; they will act on a dailybasis as the single point of contact for service-related queries where prioritisation and/orescalations, outside of the normal day to day transaction level of interactions, are happening.The SDM is responsible for ensuring all cases are being managed according to the service levelagreement and provide the Production team and other internal teams with the relevant guidanceand support to manage potential delays in our client escalations. They are responsible for building arelationship of trust with our clients.Your ResponsibilitiesMonitor and manage all assigned client queues ensuring service level agreement adherenceProvide daily, weekly and monthly rhythm of business with assigned clientsProvide clients with golden source metrics usage data for monthly and quarterly service reviewsManage all clients' escalations and incidents to full recovery and provide regular update communicationMonitor and coordinate Clients' Incident Reports completion till final submission and ensure respect of SLA for deliveryOwn agreed service improvement plans and reportingOwn Clients' projects including big or small events and onboarding/offboarding projectsProvide and/or Organize training and support to clients to ensure adherence to Kneip process and proceduresParticipate to all assigned trainingAct and work in compliance with all internal rules and policiesKey interlocutorsKneip clients: first point of contact for service request outside BAU and requiring prioritisation and/or escalationAccount Management Team: to be aligned and ensure a proper follow-up of our clientsClient Service team Managers: key contact in order to solve the client's queryProduct Owner: key contact in order to solve the client's queryIT Engineering: key contact in order to solve the client's queryYour ProfileAt least a first experience working in a similar role and services providerFluency in English and/or French - German would be considered as an assetCommunication skillsProblem solving orientedTeamworkRelationship managementChallenge managementProject management